NONVERBALCOMMUNICATION &

WORKPLACE LISTENING~

CHAPTER 03

HOW TO BE A GOOD LISTENER AT YOUR WORKPLACE!

ACTIVE LISTENING 101

THE LISTENING PROCESS

1. PERCEPTION AVOID PSEUDO LISTENING

2. INTERPRETATION FRAME OF REFERENCE

3. EVALUATION BE OBJECTIVE

4. ACTION THE IMPORTANCE OF FEEDBACK

TYPES OF WORKPLACE LISTENING

LISTENING TO SUPERIORS FOCUS TOTALLY ON THE SPEAKER

LISTENING TO COLLEAGUES USE LISTENING TECHNIQUES

DAMPENING

REDIRECTING

REFLECTING

LISTENING TO CUSTOMERS

BARRIERS TO LISTENING

MENTAL BARRIERS INATTENTION PREJUDGEMENT FRAME OF REFERENCE

PHYSICAL BARRIERS HEARING IMPAIRMENT PREJUDGING FRAME OF REFRENCE

HOW TO IMPROVE YOUR WORKPLACE LISTENING?

CONTROL DISTRACTIONS! DON’T INTERRUPT! IDENTIFY IMPORTANT FACTS! SEPARATE FACTS FROM OPINIONS! ASK CLARIFYING QUESTIONS! TAKE NOTES TO ENSURE RETENTION! BE AWARE OF GENDER DIFFERENCES!

NON VERBAL COMMUNICATION

CAN BE USED TO :

COMPLIMENT AND ILLUSTRATE

REINFORCE AND ACCENTUATE

REPLACE AND SUBSTITUTE CONTROL AND REGULATE CONTRADICT

FORMS OF NON VERBAL COMMUNICATION

1. EYE CONTACT2. FACIAL EXPRESSION 3. POSTURE AND GESTURE4. TIME5. SPACE 6. TERRITORY 7. APPEARANCE (OF PEOPLE AND DOCUMENTS)

IMPROVE YOUR NON VERBAL COMMUNICATION SKILLS

IMPROVE YOUR COMMUNICATIONS SKILLS

IMPROVE YOUR DECODING SKILLS

COMMUNICATION BETWEEN PEOPLE IS MORE THAN 50% NONVERBAL,THEREFORE, WE SHOULD MAKE SURE WE ARE NOT UNINTENTIONALLY SENDING OUT AND READING THE WRONG MESSAGES

MATCH THE EXAMPLE WITH THE RIGHT WORD :

DON’T BE LATE TIME

MAINTAIN NEAT, FUNCTIONAL AREA FACIAL EXPRESSION

MAINTAIN DIRECT EYE CONTACT POSTURE AND GESTURE

EXPRESS WARMTH THROUGH SMILE EYE CONTACT

CONVEY SELF CONFIDENCE WITH STANCE SPACE

USE CLOSENESS TO SHOW WARMTH APPEARANCE

BE WELL GROOMED TERRITORY

BIBLIOGRAPHY

Guffey, M. E., Rhodes, K., & Rogin, P. (2010). Business communication: Process and product. Toronto : 3rd brief Canadian edition.

“Theatrical Techniques for business training”, Public Speaking International, Retrieved November 10th, 2011, fromhttp://www.publicspeakinginternational.com/theatrical-techniques-for-business-training

“What is non-verbal communication?”, Arina's Self Help Blog, Retrieved November 10th, 2011, fromhttp://www.arinanikitina.com/what-is-non-verbal-communication.html

“Nonverbal Communication”, Helpguide.org, Retrieved November 10th, 2011, fromhttp://helpguide.org/mental/eq6_nonverbal_communication.htm

“Effective listening”, Wright State University, Retrieved November 10th, 2011, fromhttp://www.wright.edu/~scott.williams/skills/listening.htm#Why%20Effective%20Listening

“What is listening?”, Air University, Retrieved November 10th, 2011, fromhttp://www.au.af.mil/au/awc/awcgate/kline-listen/b10ch4.htm

Dawn Rosenberg McKay, “Now pay attention”, About.com, Retrieved November 10th, 2011, fromhttp://careerplanning.about.com/cs/miscskills/a/listening_skill.htm

“Workplace listening”, Speedupcareer.com, Retrieved November 10th, 2011, fromhttp://www.speedupcareer.com/articles/workplace-listening.html

“Encyclopedia of business and finance”, Enotes, Retrieved November 10th, 2011, fromhttp://www.enotes.com/business-finance-encyclopedia/listening-skills-business

Wikipedia,http://en.wikipedia.org/wiki/Wikipedia_talk:Articles_for_creation/Nonverbal_Communication_%26_Workplace_Listening

ZENOME – CHAPTER 03 NONVERBAL COMMUNICATION & LISTENING SKILLS WEBSITES

THIS PAGE CONTAIN EVERY SITE AND INFORMATIONS CONCERNING THE CHAPTER 03 OF THE ‘BUSINESS COMMUNICATION PROGRESS AND PRODUCT’ BOOK

.http://www.zenome.com/directory/index.php?parentID=007.063.003&desc=03-